Abandon Call Average Handle Time Benchmark Schedule adherence 
Global Response
DECEMBER 2, 2022
Abandon rate = calls abandoned รท (calls abandoned + calls answered). The functional state of a Brand Specialist, be it available, on call, after-contact work or other designation. Average handle time (AHT) measures the average length of interaction, including hold time, talk time, and after-call work.
Pointillist
JANUARY 25, 2019
Also, you can also assess whether call lengths are excessive and causing unwanted busy tones for customers. Average Call Abandonment Rate If customers are waiting on hold too long, they are likely to abandon calls. Many find an adherence rate of 80% to be a good target.
Taylor Reach Group
AUGUST 23, 2017
Available time. Busy/Not ready time. Talk time. Warp time. Hold time. Schedule Adherence. Average talk time. Average hold time. Average handle time. You may have noted that metrics such as Service Level, Calls per day, abandoned calls, occupancy, etc.
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